Regional Head of Customer Success, APAC

About Cubic

Cubic Transportation Systems is part of Cubic Corporation, a company focused on creating technology solutions that improve everyday travel and support mission success in defense. The organisation works globally and is driven by innovation, customer service, and practical problem-solving across its business units, including Cubic Transportation Systems and Cubic Defense.

Role overview

The Regional Head of Customer Success (RHCS) is the most senior customer-facing leader for Global Services in a defined region. This position is responsible for customer outcomes across all four service lines: Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services. The scope covers both active deployment work and ongoing steady-state operations.

The RHCS acts as the regional owner for service governance, escalation handling, and customer satisfaction. The role aligns Service Delivery Managers, Technical Account Managers, Business Analysts, and Release Management & Planning resources so they deliver in line with Global Services standards. While program-level ownership stays with SDMs, this role provides the regional leadership needed to keep delivery consistent, resolve escalations, and drive continual improvement across the portfolio.

This is a matrixed leadership role with dotted-line influence over multiple SDMs and other regional resources. It reports to the Senior Director, Customer Success and is the main escalation and leadership bridge between the regional portfolio and the Global Services executive team.

Key responsibilities

• Lead customer success for the region and set the standard for customer-facing service quality, consistency, and outcomes across all service lines.
• Steer deployment delivery by ensuring all service functions are prepared, coordinated, and delivering to contracted scope and schedule during change, maintenance, and go-live activity.
• Oversee steady-state service performance, including SLA and KPI delivery, incident handling, ticket resolution, and proactive customer satisfaction management.
• Own regional escalation management, including major incident resolution, cross-functional coordination, direct customer engagement when needed, and closure with root-cause analysis and corrective actions.
• Coordinate service delivery across Contact Center, Technology & Service Operations, Field Services, and Financial Services so customer outcomes remain integrated and seamless.
• Coach and guide Service Delivery Managers, monitoring performance, reinforcing good governance, and strengthening service management capability across the region.
• Align dotted-line resources such as Business Analysts, Release Management & Planning, Technical Account Managers, and SDMs so priorities are clear and regional goals are met.
• Promote standardisation, reporting discipline, KPI frameworks, and continuous improvement practices across the entire regional portfolio.

Performance measures

• Speed and effectiveness of escalation resolution for high-severity incidents.
• Customer satisfaction outcomes, including CSAT and NPS across the regional portfolio.
• Compliance with SLA and KPI targets across non-field and field services.
• Improvement in incident resolution, repeat incident reduction, and mean time to resolution.
• Volume of open and aged tickets across the region.

Qualifications and experience

• A bachelor’s degree in Business, Engineering, Information Technology, or a closely related field.
• At least 12 years of experience in service delivery, managed services, or critical operational environments.
• Proven experience managing complex multi-program service portfolios in a matrix structure.
• Strong background in handling senior customer escalations and coordinating resolution across multiple functions.
• Practical ITIL-based service management experience in live operational settings.
• Commercial and financial awareness, including cost-to-serve and margin contribution considerations.
• Experience in transit, transportation systems, fare payments, or regulated technology settings.
• Ability to influence and lead effectively without direct authority in a dotted-line environment.
• Experience leading global or multi-region service teams in a matrixed organisation.
• Exposure to PCI DSS, ISO 27001, or comparable security and compliance frameworks.

Additional information

Worker type: Employee.

The company is committed to an inclusive workplace and welcomes applicants from all backgrounds. Hiring decisions are made without discrimination on the basis of any protected characteristic under applicable law.